Amwell
Healthcare
SrTechnicalSupportAnalyst
Neural analysis suggests this role is
optimal for Senior candidates.
“Sr Technical Support Analyst at Amwell. Skills: Technical Support, Client Management, Incident Management. Monitor technical support tickets. Coordinate client support issues”
What You'll Achieve.
Achieve goals and objectives; Improve customer experience
Industry & Context.
Creative problem solving
What They're Looking For.
Must Have
Minimum 4-6 years of experience working in a Services, Support, or Operations organization, project management and/or consulting organization responsible for the oversight and/or delivery and support of enterprise software implementation projects., BA or BS Degree required, or equivalent 4 or more years of experience., National Agency Check with Inquiries (NACI) or an equivalent or higher investigation
What You'll Do.
Monitor technical support tickets
Coordinate client support issues
Ensure contractual SLAs
Build relationships with customer contacts
Support critical incident management
Provide case troubleshooting insights
Balance customer and business voice
Identify trends and issues
Prioritize process enhancements
Drive resolution for escalations
Provide input to knowledge articles
Increase efficiency and effectiveness
How You'll Work.
Team & Collaboration
Works cross-functionally; Build durable working relationships; Partner with key stakeholders; Collaborate with technical teams
Communication Scope
Solid communication; Exceptional communication; Cross-functional team building skills; Lines of communication
Process & Methodology
Project management methodologies
Full Job Description
Company Description At Amwell, we’re transforming healthcare for all—powered by technology and inspired by people. Here, your ideas don’t just matter—they drive real change, improving lives on a global scale. We marry technology and innovation with clinical excellence to provide trusted solutions that solve the healthcare industry’s biggest pain points and are on a mission to enable greater access to more convenient, affordable, and effective care. We do this through our technology-enabled care platform that is designed to help our clients achieve their digital care ambitions – today and in the future. We offer programs spanning the full care continuum, including urgent, acute and specialty care, behavioral health, and services for the treatment of chronic conditions such as heart and cardiometabolic diseases. Programs are powered by Amwell as well as our growing partner network. For almost two decades, Amwell has proudly served some of the largest and most sophisticated healthcare organizations in the U. S. and worldwide. Our team is passionate about technology’s role in transforming care delivery and making it more equitable, accessible, efficient, cost-effective and navigable for all. Brief Overview Amwell is seeking a motivated and energetic Sr Technical Support Analyst to join the customer support team. The Sr Technical Support Analyst works cross-functionally to promote prioritization and provide support for Amwell customers. The ideal candidate has experience as an independent contributor and as part of a team. The candidate must thrive in a rapidly changing and results-driven environment. Solid communication, creative problem solving, and technical aptitude are all key attributes for this role. A track record of building durable and effective working relationships among cross-functional internal and external teams is a must. Core Responsibilities · Monitor, prioritize, and coordinate clients’ overall status of technical support tickets and issues, ensure the
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